Nuvitek Citizen Engagement Platform

Overview

Today, federal agencies receive a tsunami of correspondence from citizens and constituents without a systematic or effective way to process all of these requests in an integrated, timely manner. This correspondence includes- Questions, Complaints, Concerns, , General correspondence, Freedom of Information Act (FOIA) requests, Budget questions, Congressional inquiries, Office of Management and Budget (OMB) requests, and more.

Specific Challenges include

• Lack of Data Visibility due to use of inefficient tracking and reporting methods (spreadsheets, phone calls and email) that hinder transparency masking bottlenecks and risks
• Inaccurate classification methods to triage correspondences with varied degree of urgency
• Lack of ownership and accountability across ambiguous process workflows reduce productivity
• Cumbersome and tedious intake process resulting in incorrect routing, delay and inconsistent responses to similar issues which severely reduces citizen satisfaction
• Siloed and outdated systems add complexity due to use of unintegrated tools and processes
• Negative Press and Reputation from low customer experience for citizens, potentially resulting in legal action or fines
• Insufficient executive reporting dashboards for compelling visualization of key metrics for decision makers
• Lack of flexibility in workflow routing and customization for complex process processes to seamlessly adapt to agency needs (adhoc/dynamic)

Key Features & Functionality

The Nuvitek Citizen Engagement Solution built on the Appian low-code automation platform provides a seamless and collaborative customer experience between Citizens and the Government to conduct efficient and timely operations. The solution includes extensible integration capabilities with AI/ML, Real Time Collaboration, eSignature, Transparency and Accountability Dashboards to automate the entire process.

• Machine Learning driven guided processes (data entry/ workflow suggestion) decrease the time to process and disposition tasks quickly
• Combine people, processes, and data in a single workflow to streamline and simplify the end-to-end Citizen Engagement
• Streamlined Intake Process and audit trail reduces processing time by x20
• Document OCR and Data Extractions results in x10 increased data accuracy
• Customizable Workflows to adjust to specific agency processes and needs
• Dashboard and Reporting - KPI visibility on dashboard provides actionable insights on tasks
• Advanced Search and Saving Search Criteria - Saves time

Benefits & Business Impact

• Accelerated delivery and implementation time by having an out-of-the-box, packaged offering to mitigate risk
• Document Collaboration and Digital Signature promotes comprehensive response & accountability across stakeholders by enabling across various document collaboration tools (staff (executive secretaries), analysts, responders, approvers and constituents)
• AI-Driven Classification and Routing reduces errors and redundancies in classifying correspondence data, ensuring response consistency and task delegation

2022 Public Sector Partner Solutions Cup Winner The Partner Solution Cup recognize the best solution submitted at our annual Public Sector Partner Solutions Cup competition